Refund & Cancellation Policy

SCENAR Excel Training (Part of Fresh Start Health)

Training DaysIN BRIEFWhen we make a training day available to book onto, it is our full and firm intention to run that training day, and we do everything we can to make it happen. It’s our hope that, by booking onto our training, you too will do all you can to attend.This cancellation policy covers what happens if either of us doesn’t fulfill what we set out to do – either if we don’t run an event, or you can’t attend.

OUR SIDEWe don’t publicise events on a ‘provisional’ basis – if we say it’s going to happen, then unless something uncontrollable occurs, it will happen. For example, we will only consider cancelling because of very low numbers of 4 or less. The reasons we would cancel an event are: if the venue suddenly becomes unavailable (for example, it’s become flooded or suffered a fire, or the hirers break their contract with us); if the speaker becomes severely ill so that she cannot speak (for example, laryngitis, or sickness too debilitating to be able to stand up and talk); or if there is such severe weather that it is either impossible for us or the majority of delegates to attend, or a government-related agency has advised against travel. There may be other things as well, such as terrorist acts or war or mass infectious outbreaks, but we’re focusing on the things that are more of a realistic risk.If we have to cancel in any of these or similar circumstances, and they really are events beyond our control (what are sometimes referred to as ‘acts of God’ or ‘force majeure’) then the following provisions will apply:

• If practicable we will rearrange the event for another date in the same location and transfer your booking to that event• If you are unable to make that rearranged date in the same town/area we will offer a transfer to any other event date that we’re running or if requested a full refund.• If we do not rearrange the event for another date in the same town/location, we will credit what you have paid against another of our upcoming live training’s, or against our online training or offer a refund if required.

YOUR SIDEPlease only book to attend a training course if, at that time, you are sure you can attend. We often sell out and it’s disappointing if someone else could have had the space.However, we do appreciate that there are lots of understandable, uncontrollable things that happen in life to prevent you from coming, for example sickness or bereavement or your car breaking down en route. If you have such a reason for cancelling at short notice, let us know what happened and we’ll consider it on a case-by-case basis. We don’t guarantee to offer you anything, but more often than not we will allow you to transfer to another of our training days.If you want to cancel for other reasons, unlike many organisations that don’t offer refunds at all, we do – albeit on a sliding scale basis. We don’t offer a full refund because it’s cost us time and money to process your booking and prepare the event, but our refunds are:

• If you cancel more than 4 weeks before the event, we’ll give you a 80% refund.• If it’s 15 days or more until the event, we’ll give you a 50% refund.• If it’s 72 hours or more until the event, we’ll give you a 25% refund.• If it’s within 72 hours of the event, we won’t issue a refund at all. Instead, at our discretion, we may offer a transfer to another of our days dependent on your circumstances.

As with all contracts, it’s a two-way thing. We’ll do everything in our power to deliver on our side of the deal and simply ask that you do too. That seems to us to be fair on both sides.

Method of refundWhether your payment has been made by card payment, cash or cheque, your refund will only be made by BACS. When Paypal has been used the refund will be made via Paypal as long as it is within Paypal’s own cancellation policy of 60 days. If it is beyond that, the refund will be given via BACS to a UK based bank account and the delegate is responsible for providing us with the correct information to facilitate this. Refunds can no longer be supplied by cheque.

Equipment and accessory OrdersEquipment purchased to undertake the training course – SCENAR devices purchased for the training course are not refundable as they are purchased direct from our supplier in Russia and not held in stock. The exception to this is ONLY with the Sport D device where a 20% handling charge will be applied to any refund.

Equipment purchased as accessories on the training daysYour right to cancel or return your accessory order starts the moment you place your order and ends 14 days from the day you receive the items i.e. the day of training. If your order consists of multiple items and some require posting to you, the 14 days runs from when you get the last batch. This 14 day period is the time you have to decide whether to cancel. You then have a further 7 days to actually send the items back. There will be a restocking fee of 20% of the order value.Although a SCENAR device is advertised as coming with free wires, patches and gloves (disposables), these have a value of £20.00 and this will be deducted from any refund if a refund is applicable.

YOUR RIGHT TO A REFUNDSCENAR Excel will refund you within 14 days of either us receiving the returned goods. All items must be returned in pristine condition. A deduction can be made if the value of the items has been reduced as a result of damage or you handling the items more than was necessary. The extent to which a customer can handle items is the same as it would be if you were assessing them in a shop. SCENAR Excel will not refund the basic delivery cost of getting the goods to you in the first place. Please remember that all SCENAR Professional devices are special order only and non-refundable.

RETURNING FAULTY/DAMAGED ITEMSIf you receive items that are damaged or don’t match the description given, you have the same consumer rights under the Consumer Rights Act (October 2015) as you have when buying in store. Please contact us with details and evidence of any damage/fault and we will initial the repair service under the manufacturer’s warranty. Any applicable refund does not include the cost of any disposables like patches, leads, gloves etc.

Manufacturers Equipment WarrantyAll SCENAR devices come with a 2 year warranty from the date of purchase. Should an issue occur please email or call us in the first instance regarding the full details of the fault. This fault can then be raised with the manufacturers prior to sending back to Russia for free repair under the warranty terms. Please post the items back to use Royal Mail Special delivery with insurance enough to cover the full value. We will not be held responsible for goods lost in transit when returning to us for any reason.

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